Improving Communication: Woolworths Customer Satisfaction Report

This report presents an analysis of Woolworths' customer communication strategies, aiming to improve customer satisfaction, retention, and overall competitiveness. The research involved interviews, questionnaires, and document reviews to assess current communication practices and identify areas for improvement. The objectives included enhancing customer feedback mechanisms, increasing employee adoption of new communication strategies, and improving the organization's profit margin. The study's findings revealed significant dissatisfaction among customers and a need for improved communication methods. The report includes a detailed data analysis report, outlining the methodology, data collection methods, and key findings, such as the percentage of satisfied and dissatisfied customers. The report proposes a communication plan with clear objectives, audience, dissemination methods, and timelines. This plan includes informing employees, stakeholders, and the community about the research findings and implementing new communication management processes to strengthen customer relationships and foster a positive organizational image. The report concludes with a call to action, emphasizing the importance of establishing a feedback mechanism and leveraging the internet for effective communication.

MANAGEMENT AND LEADERSHIP 1
Management and leadership
Institutional affiliation
Name
Date

MANAGEMENT AND LEADERSHIP 2
Assessment two:
Information action plan
Activity:
To improve the quality of communication between Woolworths limited and its customers
Objectives for information
search
 To enhance the rate of customer satisfaction
 To increase customer retention rate
 To strengthen the competitiveness of the organization in
the market
 To sustain and improve customer feedback mechanisms
 To facilitate the realization of the importance of a dynamic
organization
 To improve the profit margin and overall performance of
the organization
 To increase the rate of adoption of new communication
strategies by both the employees and its customers
 To decrease the time spent on a customer by 20%
 To empower employees to better deal with customer
issues, through successful management of mental health
issues
 To determine and improve current customer satisfaction
rate.

MANAGEMENT AND LEADERSHIP 3
 To improve organization-community relations
Steps to take  Informing the employees about the consequences of not
communicating with customers effectively
 Supporting employees to be better communicators in the
workplace
 Provide a conducive environment where customers can air
their grievances without fear
 Develop and implement a workplace communication
policy
 Informing the employees about the benefits of active
customer engagement to their jobs and the entire
organization at large
 To promote teamwork that will improve individual’s
communication abilities in the workplace
 To provide effective communication equipment and
 Seeking the opinions of community leaders and involving
them in the decision-making process


MANAGEMENT AND LEADERSHIP 4
Information required
(feedback, research
conducted via the internet,
journals, relevant articles)
Information Source
Feedback Customers, suppliers, and
employees
Secondary research Books, dissertations,
publications, annual reports,
journals, and magazines
Data collection methods  Interviews
Structured interviews will be used to collect data from employees
and customers. They will take the form of face to face engagement
and the use of survey forms. Both open-ended and closed

MANAGEMENT AND LEADERSHIP 5
questions will be used in the interviews. They will be carried out
by sufficiently trained enumerators and overseers. Focused group
discussions will be sued to gather information from a group of
employees in the same department as well as customers based in
the corresponding geographical locations.
 Questionnaires
Questionnaire forms will also be used to collect date from
customers, employees as well as suppliers. They will be either
handed directly to the three groups or emailed to customers whose
details are available in the organization. Emailing will be the
primary method because it will make it possible to get the
feedback of both existing and former customers. The sampled
population will be requested to email back or hand over the forms
after filling them.
 Documents and records
Documents and records available to the organizations inform of
customer complaints, minutes .feedback from suggestion boxes,
financial records, customer referrals, database etc.this will
facilitate an understanding of the primary reasons for the existing
problems in the organization.
 Observations
This method will involve studying the interactions between the

MANAGEMENT AND LEADERSHIP 6
company’s employees with customers and suppliers. Both
qualitative and quantitative data will be collected through this
method. It will enable observations of various behaviors involved
in the interactions (Bernard, 2013).
Data collected through these methods will be classified and later
analyzed.
Steps to test the data Reliability Reliable data sources such as communicating
directly to customers and not any other third parties
will be used to ensure the reliability of the collected
data.
The data capture methods to be used in the study
will also be chosen carefully.more emphasis will be
put on electronic data capture methods and the use
of capital letters where physical forms are involved
The personnel involved in data entry will also be
adequately trained to minimize any possible errors.
Data verification methods such as having two
computer entries for each set of data will be used so
that any variation is identified and corrected

MANAGEMENT AND LEADERSHIP 7
(Westenholz & Achola,2007).
Sufficiency Data analysis methods will be used to ascertain the
adequacy of data. both qualitative and quantitative
data techniques will be used
Validity The validity of the data will be achieved through the
use of a sizable sample size that is representative of
the entire population (Fischer, 2008).
The samples that will be used in the study will also
be randomly chosen. This will ensure that the groups
are made up of different gender, age, and other
notable characteristics
It will also be guaranteed through the elimination of
any possible source of bias such as bias in the choice
of participants which would result in biased findings
(Singh, 2007).

MANAGEMENT AND LEADERSHIP 8
Communication plan
Objectives:
To update the management on the status and finding of the research carried out
To inform employees in the areas of improvement concerning service delivery
To notify clients of the results of the study and the strategies to be used by the company
to address the identified challenges
To inform other stakeholders about the responsibilities of the organization, expected
standards in service delivery and results
To create trust between the organization, its employees, clients, and members of the
public
To manage the expectations of various stakeholders
To encourage participation and collaboration of all parties
Information checked
for accuracy,
sufficiency, currency,
and relevance
All data collected in the study, either through questionnaires,
interviews or document reviews will be tested by a team of
experts to ensure that it is accurate sufficient and representative
of the recent trends. The checking of the data will also be to
ascertain its relevance to the research subject being
investigated.
Audience Executives and departmental heads

MANAGEMENT AND LEADERSHIP 9
Stakeholders
Employees
Suppliers
Customers
Members of the community
Location Various locations from within and without the organization
will be considered due to the distributed nature of the
organization’s audience
Dissemination
methods
Direct communication
This will be directed at the members of the community and
customers of the organization using various channels of
communication including social media, the web, and media
channels.
Internal communication
Internal communication will be used to communicate to
employees and other stakeholders. Both emails and social
media sites will be used (Miles & Gilbert, 2009).

MANAGEMENT AND LEADERSHIP 10
Other methods that will be used include face to face
communication and reports.
Timeline Within 96 hours after completion of the research process
Policies/procedures to
be met
 All relevant communication will be made available for
the identified groups of users. responsible but limited
use of the information will also be allowed
 All information technology facilities to be used must be
used responsibly keeping information relating to the
customers and the business confidential
 Care must be taken when using the email or social
media pages of the company as means of
communication as these can be used in court against the
company
 All emails being sent from the organization must be
re-read
 All emails received from outside must not be amended
unless with authorization

MANAGEMENT AND LEADERSHIP 11
 Copying of emails to other recipients must be avoided
to avoid breaching the data privacy act in case
customers email addresses are revealed to third parties
 All emails must include an appropriate business
reference for the organization.
 All the information relating Woolworths limited must
not be used in for the operations of other organizations
unless if prior permission has been sought.
Action  Introduction of new communication management
processes
 Initiation of a communication strategy
 Inform all the stakeholders of the new changes to the
organization policies and procedures
 Inform members of staff and customers of the intended

MANAGEMENT AND LEADERSHIP 12
updates and changes to the organization communication
strategies
 Building and strengthening customer relationships
 To establish a feedback mechanism to allow and
encourage continuous communication on various issues
 Establish the internet as a powerful tool for
communication between the organization and its
employees
Documentation
(attach or complete
the text for your
dissemination,
including the
statistical analysis
you have completed
as evidence of your
decision)
Woolworths Limited
To: employees
Stakeholders
Management
Re: quality of communication between Woolworths and its
customers
As a result of our several challenges faced in the organization,
we carried out various inquiries about how effective the
organization's communication with customers has been, we